The professionals under survey have agreed that content and experience management are important to ensure effective interactions with customers across multiple touch points. After content and experience management, analytics, audience and data management comes next on the list of top priorities. This shows the importance of having a strong foundation in data and analytics and the need for content and data to work in conjunction with effective digital experiences.
Customer experience management has once again has come out on top as the single most exciting opportunity for organizations in 2018. Today, more companies appear to pay more focus on overall customer experience, which is an up from 12% in 2017 to 16% of marketers in 2018.
It is also found that companies that display a cross-team approach to enhance the customer experience are twice to exceed their business goals than their peers.
Tips to Create a Detailed Customer Experience Strategy
- Create a clear customer experience vision with which you can communicate with your organization.
- Understand who your customers are and staying well-informed about their needs and wants helps you to connect and empathize with the situations that your customers face.
- Based on the Journal of Consumer Research, more than 50% of an experience is based on an emotion as emotions shape the attitudes that drive decisions. It is also estimated that an emotional connection outperforms competitors by 85% in sales growth. Get emotionally attached to your customers to remember how they feel when they use a product or service.
- Capturing customer feedback in real time using a variety of automated tools through email and calls to improve customer experience for your local SEO in Kansas City.
- Act upon regular employee feedback to deliver exceptional service and enhance customer experience.
Content and customer experience is the area that needs constant nurturing and companies will soon realize a positive impact on customer loyalty, higher retention, and increased revenues.
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Article Added on Friday, March 9, 2018
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